Review Time
Bugaboo support team assured me the Butterfly stroller reclines to 113 degrees. We were looking for a more upright recline, since our kid likes to sit straight. The stroller delivered sits at 125 degrees, identical to my old model, so my child still slouches. The retailer we bought it from never listed the incline spec, and they refuse to accept a return, citing that the description on their website is correct. I followed up with Bugaboo about the misleading info they provided — complete silence in response to my follow ups. I am now stuck with an expensive stroller that fails its sole promised advantage. Misleading product info, nonexistent after‑sales support, and zero accountability. Skip Bugaboo if you value accurate advice and basic customer care.
Pram arrived dirty and boxes were damaged. After several photos as proof and several more as more proof time was going on so I needed to start building the pram. Then customer service emailed saying they would send out replacement parts which I didn’t need now as I had built it up. I then got an email saying they would offer me a free bugaboo item from a list of things for all the inconvenience. Next day that was followed by another email saying they wouldn’t offer me any free bugaboo item because they had sent out a replacement part which I had already told them I didn’t need anymore. I have never seen such an incompetent company dealing with something pretty simple. Would avoid if this is how they treat customers.
This is our third Bugaboo pushchair (we’ve had the Fox 2, Donkey 3 and now the Butterfly) and our first go to when buying a new one. They are sturdy and easy to use, comfortable for the little person sitting in it and for the person pushing, have great storage baskets and are stylish.
The item I ordered was not compatible with my Bugaboo (despite saying that it would be). Chat support is painfully slow and taking at least two days to reply to each message so it is still not resolved. Not a great experience despite my love of and loyalty to the brand.
UPDATE - They never contacted me or replied to any of my 3 emails sent to themI’ve always heard great things about Bugaboo, which is why I chose to invest in one of their strollers. Unfortunately, my experience has been deeply disappointing.While my child was in the stroller, the under bar broke—an alarming issue both in terms of product quality and safety. The stroller is still under warranty, but instead of replacing the broken part, I was told Bugaboo would not cover it. Instead, I was offered 10% off a brand new stroller, which I find unacceptable.This response not only ignores the warranty but also suggests I should throw away an otherwise functional product due to a single faulty part. It's wasteful, unaffordable, and frankly, not what I expected from a premium brand.I had hoped for a brand that stood behind its products and prioritized safety and sustainability. Sadly, this experience has shown otherwise.
Bugaboo3 hours agoHello Kt,I'm truly sorry to hear about your experience with your order from our website.When an order is marked as delivered by the carrier but the customer informs us it hasn't been received, we must follow a specific protocol to file a claim with the shipping company. Unfortunately, this process can take some time, especially since all tracking numbers from the order must be included in the non-receipt declaration.We informed you of this requirement on June 2nd, but we didn’t receive the completed information until June 9th. The refund was requested on June 10th and processed on June 18th, which falls within the standard timeframe for such transactions.I completely understand that this explanation doesn’t lessen the frustration of ordering a Bugaboo pushchair and not receiving it due to carrier issues. Please accept our sincere apologies for the inconvenience caused.Best wishes,Bugaboo Team.Over 20 emails were exchanged and at least 10 phone calls made. I submitted the required forms multiple times and received, at most, one reply per day—often asking the same questions repeatedly, such as “Have you checked around the property?” or “Have you spoken with a neighbour?” This went on for over a week after the supposed delivery of eleven boxes.I clearly explained the urgency of the situation multiple times. In the end, due to the lack of a timely resolution or replacement, I was forced to spend over £2,000 on a new travel system because Bugaboo failed to deliver what I paid for when it was needed.
I ordered a small part for my Bugaboo stroller through their website – the order I received was incorrect because they had linked the wrong image on the site. Even though it was their mistake, there was no help to be found. They couldn’t even send me the correct item after o returned mine. I will never shop through their website again. Customer service avoids responding and instead sends long, meaningless messages about how much they want to help you.
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Bugaboo International BV is a Dutch design company that manufactures mobility products such as pushchairs and car seats for infants and toddlers. Bugaboo believes that families don't have to go all that far to discover a world of something new. We design extraordinary products and parenting solutions that make spending time together with your child exciting, memorable, and, most importantly, fun, no matter where you go.See more
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